Innovating the field technician experience in the business ecosystem for smart digital services
- Titel
- Innovating the field technician experience in the business ecosystem for smart digital services
- Autor/in
- Datierung
- 12.09.2022
- Beschreibung
- This paper addresses the role of digital technologies in the development of business ecosystems through smart services based on a single case study of a multinational manufacturing company which is developing a global field service solution. The research bridges the gap by focusing on enabling platforms and the empowerment of the field service technician highlighting the role of technology as an enabler for value creation. It takes the field service solution back reporting package and through the lens of service design tools such as service blueprint analyses the experience and pain points of the technicians. In addition, the maturity of the digital services and the smartness of the business ecosystem were assessed based on (West et al., 2018; Neuhüttler et al., 2018), the field service engineer’s experience was improved and the role of technology and IT to achieve a smart state was defined. It was found that smart in terms of technology cannot be considered smart services if they do not take into account the adoption of those by the customers/users. For that, both the business and the IT department should work together. It was found that digitalization strategy is usually creating value for IT and the global business while it often does not have a correlation with value creation for the customers. The research question is:
“How to innovate the field service technician experience in the business ecosystem through smart digital services”
Abstract deutsch fehlt
- This paper addresses the role of digital technologies in the development of business ecosystems through smart services based on a single case study of a multinational manufacturing company which is developing a global field service solution. The research bridges the gap by focusing on enabling platforms and the empowerment of the field service technician highlighting the role of technology as an enabler for value creation. It takes the field service solution back reporting package and through the lens of service design tools such as service blueprint analyses the experience and pain points of the technicians. In addition, the maturity of the digital services and the smartness of the business ecosystem were assessed based on (West et al., 2018; Neuhüttler et al., 2018), the field service engineer’s experience was improved and the role of technology and IT to achieve a smart state was defined. It was found that smart in terms of technology cannot be considered smart services if they do not take into account the adoption of those by the customers/users. For that, both the business and the IT department should work together. It was found that digitalization strategy is usually creating value for IT and the global business while it often does not have a correlation with value creation for the customers. The research question is:
- Urheberrechtshinweis
- Gil Fombella Pilar, Hochschule Luzern - Departement Technik & Architektur
HSLU
- Departement
- Studiengang
- Art der Arbeit
- Betreuer/Betreuerin
Werk
- Titel
- Innovating the field technician experience in the business ecosystem for smart digital services
- Beschreibung
- This paper addresses the role of digital technologies in the development of business ecosystems through smart services based on a single case study of a multinational manufacturing company which is developing a global field service solution. The research bridges the gap by focusing on enabling platforms and the empowerment of the field service technician highlighting the role of technology as an enabler for value creation. It takes the field service solution back reporting package and through the lens of service design tools such as service blueprint analyses the experience and pain points of the technicians. In addition, the maturity of the digital services and the smartness of the business ecosystem were assessed based on (West et al., 2018; Neuhüttler et al., 2018), the field service engineer’s experience was improved and the role of technology and IT to achieve a smart state was defined. It was found that smart in terms of technology cannot be considered smart services if they do not take into account the adoption of those by the customers/users. For that, both the business and the IT department should work together. It was found that digitalization strategy is usually creating value for IT and the global business while it often does not have a correlation with value creation for the customers. The research question is:
“How to innovate the field service technician experience in the business ecosystem through smart digital services”
Abstract deutsch fehlt
- This paper addresses the role of digital technologies in the development of business ecosystems through smart services based on a single case study of a multinational manufacturing company which is developing a global field service solution. The research bridges the gap by focusing on enabling platforms and the empowerment of the field service technician highlighting the role of technology as an enabler for value creation. It takes the field service solution back reporting package and through the lens of service design tools such as service blueprint analyses the experience and pain points of the technicians. In addition, the maturity of the digital services and the smartness of the business ecosystem were assessed based on (West et al., 2018; Neuhüttler et al., 2018), the field service engineer’s experience was improved and the role of technology and IT to achieve a smart state was defined. It was found that smart in terms of technology cannot be considered smart services if they do not take into account the adoption of those by the customers/users. For that, both the business and the IT department should work together. It was found that digitalization strategy is usually creating value for IT and the global business while it often does not have a correlation with value creation for the customers. The research question is:
- Autor/in
- Externe Praxispartner
- Siemens AG, Zug
- Datierung
- 12.09.2022
- Format
- 91 Seiten
- Ort
- Sprache
Rechte
- Urheberrecht
- Gil Fombella Pilar, Hochschule Luzern - Departement Technik & Architektur
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- Klassifikation